Sr. Manager, Customer Care

CUNA Mutual Group Creating Financial Security That’s our mission and our goal at CUNA Mutual Group.  That is also why more than 9,500 credit unions and 80 million members nationwide turn to us….and why we rely on the industry’s most talented professionals to represent us.


Recognized worldwide as the undisputed leading provider of financial services to Credit Unions and their members around the globe, CUNA Mutual Group in Madison, WI has recently reorganized to drive unprecedented growth.  As a result, we now invite you to join our team as a Sr. Manager, Customer Care.


As the internal representative of our customers, you will define and drive the Customer Care Strategy and lead the execution of programs and projects in an effort to meet the needs of our contact center customers.  To achieve this, you will manage and analyze customer survey data from all of our customer centers, work with senior executive leaders and center managers to determine what employee training and process improvements are necessary to improve customer satisfaction, and ensure that the Customer Care Strategy and related activities are integrated into customer operations on a consistent basis.  You will capture the voice of our customers and work to ensure that their needs are met.


The candidate we seek for this position will have at least a Bachelor’s degree in business (or related field), but an MBA is preferred.  You should have 8-10 years of business (or related) experience, 3-5 years executing customer care programs in a large, complex, customer service organization.  Strong verbal and written communication skills are needed, as well as a demonstrated experience in project management.  Excellent knowledge of business operations and developing client relationships at the operations level is required.


Customer Service